January Assessment

If the Contact Details were not shown after setting up the account.

What should you do?

• Raise INC and provide the screenshot to IT team

• Leave a Clear Note in the Post

Answer explanation

For GSD Case Type

Agents were able to handover the case to other relevant team (Exp: GNO Team // CE Team // Billing Team)

• True

• False

Answer explanation

Power BCM report only support for customer's who have AC Circuits

• True
• False

If customer is facing ECP Portal Issue, GSD should raise an INC with the customer provided screenshot error for the IT team to further investigate

• True
• False

For Cross Connect Deinstall : Customer request to amend the Effective Date as Agent submit the ticket wrongly. Agent should change the Effective Date while the ticket in Quote Status

• True
• False

Resolution Note: "Proceed to soft close this case as it was no action needed from Service Desk. If there is any inquiries, please reopen this case" Is this the correct way to leave note

• Correct
• Incorrect

In every email we reply to the customer, we should add the Order Type & Order Details.

• True
• False

We should set Pending 48 hours when we were waiting for customer response

• True
• False

For ECM Spam case, we may resolve the case by choosing Resolution Code: SPAM Resolution Sub Code: SPAM

• True
• False

Expedite Smart Hand ticket submitted from ECP // CSC Portal does not need Service Desk agent to call and inform the site team

• True
• False